Returns Procedure For Critical Power Supplies Ltd

Returns Procedures And Deliveries.

Our returns procedure compliments our sales and conditions, the procedure has been created in line with UK Distance Selling Regulations and have been verified as customer friendly by IMRG.

Relevant sections from our terms and conditions.

16. Returns: all returns must be agreed with Critical Power Supplies and be registered under its returns procedure. Critical Power Supplies reserves the right to reject goods arriving at its factory or premises that are not so recorded or clearly marked with the correct returns number. Returns will be subject to a handling fee.

27. Returns and Cooling-Off Period: in addition to section 16 of the Critical Power Supplies Ltd standard Terms and Conditions of Sale re returns, Under the distance selling rules there is a seven working day cooling-off period which starts the day after delivery during which the order may be cancelled. A cancelled order within the distance selling rules timeframe will be processed through our return material authorization process. The sender is responsible for all return charges including freight and insurance and must take reasonable care in returning the goods and items included with the product when it was delivered. During the return material authorization process we require the following:-

Confirmation of original order number.
Contact details.
Reason for return.
Serial number confirmation.
Working condition status of the product.
Note: Unfortunately we cannot accept returns of software which has been purchased and subsequently the seal has been broken on the box."

As part of our service your Critical Power Team here ensures that all products are picked, packaged and delivered to the highest possible standards to minimise any potential for damage during transit.

Before any goods are signed for, you should check that there is no damage. By signing for the goods you are accepting the delivery is in perfect condition. If there is any damage, please do not sign for the goods and notify us as soon as possible that you have refused the delivery. At times we appreciate with large deliveries this may not always be possible, so should you find that within 48hours (clock) of delivery there are damaged products, please notify us for a replacement to be despatched via telephone or e-mail.

Please note this does not apply to bespoke, three phase UPS or heavier critical power solutions. Once these have been signed for we are unable to accept responsibility for any damage and we will support you through our service team.

Returns

Goods ordered may be returned within 7 (calendar) days from the date of delivery for a full product refund including VAT, providing the following conditions are fulfilled:

Goods returned must be received in as new condition with all software and product seals intact.

The product serial number on the returned product should match the serial number we have on record for the product we dispatched to you.

Goods must be returned complete (including all packaging, cables, manuals, CD’s etc for that product). If any item(s) are missing when received then the product is deemed incomplete.

The packaging of the goods must be unmarked and undamaged.

Carriage costs for the original despatch and returning the goods are your responsibility.

The goods remain your responsibility during transit and until signed for by us.

You will need to contact us so that we may e-mail you our Return Material Authorisation form which will need to be returned to us so that we can process and issue you an RMA number.

Please note that a restocking fee of 10% – 20% could be applied to any approved return subject to processing of your RMA form and the condition of the product received back. We will notify you when we process your RMA request and after the goods have been received back and checked as to whether a restocking fee may have to be charged.

If the goods fail to meet the above conditions then we may refuse to accept the goods. The above returns policy does not apply to bespoke, three phase UPS or heavier critical power solutions or any goods made to your specification, which cannot be returned unless they were damaged on delivery. Software may only be returned if the seal has not been broken.

Please note that only once your order has been received back and your RMA processed can a refund be approved and processed by our finance team. If you fail to return a product in line with the above conditions or if it is not received within 7days (calendar) of you providing notice to us in writing that you are cancelling the contract we will cancel your RMA.

Your statutory rights are not affected by any of the terms above.

Missed Deliveries.

Should you not be in when our carriers call to deliver your Critical Power order they will leave a contact card and reference number. Please call this contact number to arrange a convenient time for your delivery. Please see the following table for missed delivery actions.

Note: Only specialist delivery teams can help unpack and position products as these are charged at specific rates relating to each order and delivery specifics.